Older Illico models

Hello,

My parents own two Illico Cisco 4642HD terminals at their home; one was manufactured in January 2012 and the other in June 2014. Using the 2014 version, they have access to the HD versions of the CTV Comedy, Movie Time, Starz 2, to name a few. However, on the 2012 one, they only have access to the SD version of those channels on TV (they DO have access to HD of other channels, but not all of them). Is possible to update the software or is there anything Videotron can do to help? Or do they need to purchase a more recent Illico terminal?

Helix is not an option because it is not avaiable in their area.

Thanks in advance